Review Insights · Google Play
Direct Line
Direct Line Insurance Group Limited · 0 ratings · ★ 0.0
0.0
★★★★★
0 ratings
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Top complaints - extracted from 41 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"policy"
7 negative reviews mention this · 17% of all complaints
★★★★★ "rubbish can,t even find my policy" - jenny dave Whitney
2
"change"
7 negative reviews mention this · 17% of all complaints
★★★★★ "so i change my address and amend the policy. however my postal address stays as my old address and there's no way to amend this on app or online" - Alex Jones
3
"online"
5 negative reviews mention this · 12% of all complaints
★★★★★ "Avoid the online insurance only policy, saves money (the reason the 2nd star) but increases your frustration and stress. emails they send do not clearly explain how to resolve the problem (the steps to follow) just that there is one. They r…" - Neil Waterhouse
4
"insurance"
5 negative reviews mention this · 12% of all complaints
★★★★★ "Avoid the online insurance only policy, saves money (the reason the 2nd star) but increases your frustration and stress. emails they send do not clearly explain how to resolve the problem (the steps to follow) just that there is one. They r…" - Neil Waterhouse
5
"doesn"
5 negative reviews mention this · 12% of all complaints
★★★★★ "online service is terrible. Doesn't ask for information it supposedly needs so then tells you it's your fault for not supplying the info it didn't ask for. Online help was useless as they repeated the same nonsense and didn't help at all. W…" - William Duff
6
"useless"
5 negative reviews mention this · 12% of all complaints
★★★★★ "online service is terrible. Doesn't ask for information it supposedly needs so then tells you it's your fault for not supplying the info it didn't ask for. Online help was useless as they repeated the same nonsense and didn't help at all. W…" - William Duff
7
"policies"
5 negative reviews mention this · 12% of all complaints
★★★★★ "The doesn't show my policies and support chat were unable to help me resolve this" - Mark Willetts
8
"work"
5 negative reviews mention this · 12% of all complaints
★★★★★ "Well it used to work fine, now it's logged me out of both my devices and refuses to log back in because it "can't send a code to my email" the very same email the online website has no issues sending the code to. go figure.. fix it please! …" - Alistair Smith
📋 All 41 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
rubbish can,t even find my policy
can't see any info like payments on the app
so i change my address and amend the policy. however my postal address stays as my old address and there's no way to amend this on app or online
Why do things take so long to do
Absolute garbage. Keeps telling me I have no internet connection when I try and login.
absolute pile of rubbish when you want to renew. everytime l try and add a new credit card it times out and l cannot renew through the app and have to phone them instead. utter rubbish.
can't access documents via the app
can't change my email address on the app ! tried chat on app which was absolutely no good whatsoever
online service is terrible. Doesn't ask for information it supposedly needs so then tells you it's your fault for not supplying the info it didn't ask for. Online help was useless as they repeated the same nonsense and didn't help at all. Worst online app I've ever used. I test products like these for a living and this one is a definite fail.
The doesn't show my policies and support chat were unable to help me resolve this
Well it used to work fine, now it's logged me out of both my devices and refuses to log back in because it "can't send a code to my email" the very same email the online website has no issues sending the code to. go figure.. fix it please! I did uninstall/re-install as you requested, also got in touch on FB link but nothing came of it. I've even changed the email address I sign in with to a different domain (gmail) and still it says it can't send an email to that address. But online Web site can
Trying to change my vehicle, its not having it on the app or website, cannot get hold of any one at direct line for help with out messaging a robot... Then when you finally get through to some one, its a 10 minute wait for a message back... Painful!!
they've recently changed the app and its not as good as before, it tells you nothing compared to before. I am supposed to get all my policies in paper format and that's not happening, and nowhere to change it, and they've missed policies off my account and opitions I had before are not on the new policy, rubbish in my view. Shouldn't change things that work already, jobsworth! yes my phone has all the most up to date updates, has made any difference
abysmal service tried 3 separate agents. Mentioned special health needs and then the chat bot ended the call.
absolute rubbish
absolutely useless you need a human contact not a bot
I have just taken out a car insurance with direct line, I can log in on line but can't with the app, says doesn't recognise my email.
so complicated
Unreliable waste of time.Still not functioning in spite of multiple contacts with Customer Service. So poor I'm unlikely to renew.
Absolutely useless saying don't do van insurance + not recognising my policy
Only available for my other device - why?
Cant even speak to anyone. only found out it was an online policy after registering.
wont do anything. I want to see my documents
website is not fit for purpose
try to get into my account is really hard work. I'm getting fed up with it!!!!!!!
it is useless you tell Mr my new quote is there yet again no policies there or this year's quote
We had 3 x policies with Direct line and at the end of this month they will lose around 4K as I won't be renewing, no personal follow up (or not bothered about loosing business)and not competitive !!
desperately difficult to cancel auto renewal
Beware.....Unfortunately, for the second year in a row, the app does not work. I spoke with support and IT confirmed that this issue affects certain users, but currently there is no insight into a fix. Hopefully this will be addressed in the future, as it significantly impacts usability - it does not work!
unable to open
app doesn't work
can't find my way around the site most annoying tried a phone e call no help can't wait to change insurance but don't think that will be easy
absolutely awful company, I needed to change my policy start by 2 days and told that was not possible, had to get another quote which was £461 more expensive with no justification that made sense. DO NOT PURCHASE INSURANCE FROM THESE CLOWNS
Annoyingly doesn't keep you signed in. Everytime I go to use it I have to go through the email verification steps.
Avoid the online insurance only policy, saves money (the reason the 2nd star) but increases your frustration and stress. emails they send do not clearly explain how to resolve the problem (the steps to follow) just that there is one. They refused to accept my NCD proof from a policy that ended 18 days prior.
I'm going round in circles. your app is bonkers.
stop logging out!! won't even check the renewal price because I cba to have to login and do the into 100 times
renewal quotes can always be lowered so must try and not take advantage of loyal customers
Cannot get on app
more restrictive than they used to be.
Useless app. I cannot delete old policies. You can't change information for renewals. eg if things have changed like I had access to 3 vehicles you have to ring up to change it. I retired yet my renewal showed I was self employed. The app needs revamping. I had an accident I couldn't enter it in the app. I rang the claim in and it still didn't show in the app.
Sentiment summary
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Positive (4-5★)
100%
Neutral (3★)
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Negative (1-2★)